Senior Specialist, Customer Experience (1-year contract)

Summary

You will be part of Scoot's Customer Experience team which drives customer satisfaction & loyalty through comprehensive understanding and continuous improvement of various touchpoints of the Customer Journey for Scoot passengers. You will be exposed to customer data analysis, survey/dashboard design, and project management for our Scoot's service quality framework. In your role, you will have the opportunity to conduct research, work with various internal stakeholders, participate in cross-functional projects and develop a holistic appreciation of an airline customer journey.

Job Description

Responsibilities

• Institute, monitor and improve customer satisfaction measures (e.g NPS/CSAT) by driving cross-departments initiatives to review existing service quality and problem solve customer relations matters to improve customer experience for areas under charge.

• Cross-departmental collaboration with stakeholders with regular discussions, follow-ups and action planning to ensure alignment on service standards and operational efficiency.

• Participate and contribute actively in the formulation and expansion of Scoot Survey Ecosystem

• Act as the internal customer champion and support the enhancement of a customer experience framework across the various touchpoints in the customer journey, including the overall development and implementation of company-wide end-to-end customer journey map program across key customer touchpoints, ensuring alignment with company objective of improving Scoot customer experience.

• Support survey and dashboard design utilizing design thinking principles.

• Support the department’s disruption and refund management function as part of the overall operations framework, and contribute to departmental target of 10 days refund processing timeline.

Requirements

• Degree-holder with at least 3-5 years of experience in Customer Experience role

• Experience in aviation, hospitality or travel industry is an advantage

• Technical usage of customer data analytical SaaS

• Good situational judgement and critical thinking skills, and has a keen eye for details

• Good and keen interest in customer data analysis and able to present data in a clear and concise manner to stakeholders

• Ability to identify service gaps, root causes and improvement opportunities

• Good data analytical and communication/presentation skills; Customer feedback data management experience is preferred

• Good research and evaluation skills, with the ability to assess frontline service delivery against industry standards